[Help] F4-424 unreachable every 48-72h (or less)

[TMnight]

Thank you for providing the log report again.

We have received the latest logs and have submitted them to our technical team for further analysis. The team is currently reviewing the new logs together with the previous failure information to identify the root cause.

Since this issue requires multi-level analysis and validation, it may take some time to complete the investigation. We kindly ask for your patience.

We will continue to follow up on the progress and will update you as soon as we have any further findings.

Thank you for your patience and cooperation.

[exqo]

Update on the v2 kernel (6.12.94+ #2): the oops reoccurred on 17 July at 23:00:19, after 4 days 15 hours of uptime.

I have to be honest about how concerning this has become. This has been ongoing for seven months, and every occurrence requires a **hard physical power cut** — the unit is completely unreachable over SSH and the web interface. I am now at one uncontrolled shutdown every four to five days, and several dozen in total since the beginning.

My drives are what worry me most. Repeated abrupt power cuts on spinning disks running BTRFS RAID1 put my data and the hardware itself at real risk. Given current hard drive prices, replacing them would represent a significant cost that I should not have to bear because of a defect in the product.

I need TerraMaster to find a solution quickly, including a hardware exchange if the fault cannot be resolved in software on this unit.

[TMnight]

First of all, thank you very much for your continued cooperation over the past several months and for consistently providing detailed logs, analyses, and test results. We fully understand your concerns and frustration. Experiencing repeated system hangs for several months, with recovery only possible through a forced power-off each time, is unacceptable for any user. We also completely understand your concerns regarding data safety and the reliability of your hard drives.

At present, this issue has been escalated as a high-priority case, and we are actively working with our development team to identify the root cause as quickly as possible. We sincerely ask for a little more time while we continue our investigation. We will keep following up on this issue and will update you immediately as soon as we have any new progress.

[exqo]

Thank you for the acknowledgement and for escalating this as a high-priority case.

I want to raise one point clearly, without any hostility, because I think it matters for how this case is handled going forward.

Over the past months I have effectively been acting as a beta tester: capturing kernel oops traces, running MemTest86 across multiple sessions, decoding faulting instructions from register dumps, and installing and validating two custom kernel builds on my production unit. I accepted that role willingly, and I would accept it again, because I wanted to help you find the root cause.

But I am a customer, not a tester. This started with the C-state mitigation, which did not resolve the issue. Then the v1 kernel, which did not resolve it. Then the v2 kernel, which improved the frequency from every 10-18 hours to every 4-5 days, but still leaves me with a unit that dies and requires a hard power cut on a weekly basis. Each iteration has been a test run on my own hardware, with my own data at risk.

Seven months is a long time to operate a storage appliance that cannot be trusted to stay online, and my drives are taking the cost of it.

I will of course test a v3 kernel as soon as your development team has one, and I remain fully cooperative. But I would appreciate an indication of timeframe, even approximate, rather than an open-ended wait.

I would also note that a hardware exchange would benefit both sides. You mentioned earlier that you have not been able to reproduce the issue perfectly in your laboratory. My unit reproduces it reliably, roughly every four to five days. Sending me a replacement and taking this one back would give your development team a system that actually exhibits the fault, under their own instrumentation, rather than relying on logs and remote testing through me.

Thank you again for the work done so far and I do not doubt the engineering effort behind it.

[TMnight]

Thank you for your continued cooperation and for all the support you have provided throughout the troubleshooting process. We will contact you shortly via email with the follow-up solution and next steps. Please keep an eye on your inbox.

Thank you again for your patience and understanding.

[xtimt]

I completely agree with the original poster. With every update, I hope that I’ll finally be able to use my F4-424 MAX properly, but that never happens. Your technical support has never once provided any real help (I sent logs and screenshots every time), and in fact, I even had to point things out to them—including a link to this thread, which they initially ignored but eventually agreed was an identical situation. I would like to know a specific timeline for resolving the issue, since this device is simply sitting idle and cannot be put into operation.

[TMroy]

I completely agree with the original poster. With every update, I hope that I’ll finally be able to use my F4-424 MAX properly, but that never happens. Your technical support has never once provided any real help (I sent logs and screenshots every time), and in fact, I even had to point things out to them—including a link to this thread, which they initially ignored but eventually agreed was an identical situation. I would like to know a specific timeline for resolving the issue, since this device is simply sitting idle and cannot be put into operation.

Have you updated the BIOS? Almost all of your CPU cores are showing C10: time=33000000000+, which suggests the system may be entering deep sleep and failing to wake up. Please let us know how things look after updating the BIOS. Thank you!

[xtimt]

Yes, I updated the BIOS even though I already had the same version installed.

Things are even worse than before after the last 3–4 updates. The system might crash 1–2 times a day, or the system load spikes to 100% and doesn’t respond to any commands. All in all, it’s a “Pure horror”

[TMroy]

This is happening that frequently on your device? Something is definitely off. Have you enabled debug mode and submitted the logs to our technical support team for analysis?